How to troubleshoot sign-in issues in Skype for Business Online

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Applies to: Skype for Business Online

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INTRODUCTION

This guide should be used to help troubleshoot and diagnose Skype for Business Online (formerly Lync Online) sign-in and authentication issues. If Skype for Business Online users are receiving a specific error message, see the Skype for Business Online sign-in error messages table in the “More Information” section for the best recommended strategy.

PROCEDURE

The "Skype for Business Online Sign-In Guided Walkthroughs" help with identifying and resolving the main causes of sign-in issues. Before you read any further in this article or contact Technical Support, you should consult one of the following guided walkthroughs. To do this, click the appropriate link:

These issues typically occur for specific kinds of users (for example, federated users or users who are on a specific domain) or for a specific user who may not be entering his or her sign-in address or password correctly.

These problems can affect large groups of users at a specific site or network location. They can also affect users who have a specific domain.

Domain Name System (DNS) for AutoDiscover not set up, proxy or firewall exceptions

Service-related issues

Typically, during service-related issues, all users in a tenant are affected, but not always. Service-related issues can affect certain kinds of users (for example, users in a specific geographic region or users on a specific Lync server).

Skype for Business Online service down, tenant subscription expired, Azure AD Authentication service down

If the guided walkthrough doesn’t resolve the sign-in issue, review the table in the following section for explanations and common resolutions to each error message. Additional resources for specific sign-in related issues are also listed later in this article.

MORE INFORMATION

Skype for Business Online sign-in error messages

After you scope the problem by using the table that appears in the "Procedure" section, use either the Error message or Type column in the following table to narrow the troubleshooting steps.

Error message

Cause

Type

Resolution

The server is temporarily unavailable.

or

We're having trouble connecting to the server. If this continues, please contact your support team.